HOSPITALITY SOLUTIONS With Ericsson-LG 1 The hospitality landscape is evolving quickly as travellers are increasingly demanding and every interaction is an opportunity to build customer loyalty. The challenge for hospitality is clear and iPECS communications from Ericsson-LG can help you meet these challenges head on. Guest Satisfaction Great communication is the lifeblood of any hotel and helps your team to deliver great service. Guests are also looking for quick and easy access to all of the hotels facilities and a combination of phone,TV and easy wifi access to provide your guests with all of the information they need to make the most fo your hotels facilities. Staff Training With high staff turnover and limited available training time there is a great need for systems, processes and technology that is intuitive and easy to use. Equipping your team to excel at every opportunity is key to success. Customers’ Search for Value On-line Searching for the best deal and researching through fellow travellers opinions is a standard part of the booking process for many guests. Online bookings often through aggregated booking sites all reduce available margins making it increasingly important to convert traffic from your own website. With the power of word of mouth and online opinion sharing your best customers are not only your best revenue generators but can also be your best sales channels. iPECS helps ensure the incoming calls are prioritised and handled by the best member of your team. Brand Management & Customer Relationship Building Returning guests can be one of the single biggest contributors to profitability and are an essential part of the mix in any hotel occupancy plan. Making guests feel at home and welcoming them back as old friends is the first stage in building great customer relationships. Mobility Constantly connected travellers can be better informed on aspects of your hotel and offers than your own team are if you don't equip them with the right tools to stay connected. In most hotels over 80% of the team is mobile and require different access solutions than just a desk based phone. The New Normal With the only constant being change there is no normal and guests are constantly challenging hotels to deliver new and different experiences, better value pricing and greater levels of service. iPECS communications platforms and applications can help your team to win in this new world through better communication and collaboration. With these pressures and challenges there is no single answer to winning in todays competitive hospitality landscape. iPECS is part of the answer and feeds the flow of communications between your prospective guests, current guests, returning guests, booking teams and the whole hotel staff. Win with iPECS. 1 Communication for all of your team General Manager “iPECS helps me run my hotel, provide the service my guests need and really control my costs. Every member of the team gets the communications tools they need to do a great job.” Receptionist “I can easily see what everyone is doing, locate staff on the move and transfer calls with a single button or mouse click. It’s never been easier.” Guest “Accessing services like wifi and being able to use hotel services straight from my smartphone means I have everything I need as soon as I arrive.” IT Manager “With a simple and intuitive web interface I can make basic changes myself and complete handset moves and changes quickly and simply.” Housekeeper “I can always be in contact with the main reception and by entering simple codes on each guest phone as I clean the room I can update reception with the room status in seconds.” Night Porter “Wherever I am in the hotel I can be contacted on my smartphone through the main hotel iPECS phone system and quickly respond to a guest issue or emergency.” Revenues Manager “Capturing direct bookings is essential and iPECS helps us secure this business and increase our profitability.” Events Team Manager ”I can support my guests and delegates better as they know what’s happening if they ever have to queue. There’s a simple announcement telling them where they are in the queue and the call is quickly delivered to the right person in the team.” 3 Office Support “Tools like call reporting and access to unreturned missed calls reports make my job easier and our service delivery better every day. Being able to back up the reception team from my own desk means I can remain productive even when supporting colleagues” Win With Ericsson-LG Hospitality Solutions Enhance Your Guests Experience Equipping your team with the right tools and support to deliver outstanding service will help ensure every interaction with your guests is positive. iPECS provides the right support and knowledge at the right time to always enhance your guests experience. Tailored guest services • On the guest room IP Phone, personalised greeting, multi-language voicemail and content can be delivered such as welcome messages with guest name display, language selection and one touch service keys. • Meet-me conferencing calls ideally suited for business travelers. • Baby listening for those traveling with children. Mobility for better and faster guest service Tools for your reservation team improves communication and ensures you capture more direct business Enhanced communication capability • Wifi / DECT solutions enables your staff to be mobile and accessible in order to provide responsive guest service. • Quickly and easily connect to any member of the hotel team, anywhere on their mobile phones to ensure guests get the rapid response they need. • Minimise customer waiting times and increase hotel marketing activities using iPECS call centre applications • Provide personalised service or customised marketing promotions for guests by integrating telephony into your hotel CRM, PMS or sales database • Room phone service with voice mail offering guests quick access to services. • Recorded information about hotel services is available to guests to learn about offers or local inmfomration • One-touch access to all services such as room service, gym or spa 4 Increase Your Revenue Streams iPECS can support your efforts to increase revenue by helping you to engage each and every customer and each and every member of your team. Through enhanced communication services every guest can easily access services and capture information that helps you increase guest billing. Through iPECS advanced call handling you can also ensure you caopture every opportunity to win business from incoming calls and opportunities generated through your website. Rich IP Communications features • iPECS communications platforms are designed to be 100% IP and enable hotels to build flexible, modular and powerful communications Voice and video conference • Ensure your team stay 100% up to date with all the latest offers and services and are motivated to communicate them to your guests using video and voice conference meetings Hospitality contact centers for better customer interaction and guest services Mobility • Value added hotel services can be easily accessed throughout the hotel. • Prioritise calls from preferred guests or from the concierge floor. • Offer appropriate messages or property advertising for guests on hold. • Ensure your team is providing great service and rapid response times by monitoring calls and queues and reviewing statistical reports.. • Enhance meeting and conference services by providing guests or event managers with mobility by paired link to their guestroom and their mobile phone with mobile extension. • Enable delegates to answer their calls on their Wi-Fi or DECT phone, where coverage provided, or on their mobile phone if mobile extension or mobile client is used. iPECS LIP-9070 5 Improve Staff Efficiency and Productivity Efficient staff communications and collaboration are critical to maintaining high quality guest services as well as improving team efficiency and productivity. Seamless communications with Unified Communications • Presence based communication with iPECS can improve staff responsiveness and productivity. Provide staff mobility by smart phone clients paired with an office phone in one number • Improve guest experience and work efficiency through seamless communication • Easy communication and voice/video conferences • Let staff use their personal handset for work (BYOD: Bring Your Own Devices) • iPECS UC mobile app iPECS UC for iOS IP Attendant Hotel for small and boutique hotels iPECS UC for Android UCS Desktop • Ericsson-LG iPECS Attendant is a simple and affordable PC-based tool to control room status, room charges, hospitality communication and even simple PMS functions. • With an easy-to-use interface answers to guest questions and requests are only ever a mouse click away • Routine tasks such as setting multiple wake-up calls, DND and check-in/ check-out can be completed efficiently so your team can devote more time to looking after your guests. iPECS IP Attendant Hotel 6 Reduce Operational Costs iPECS can help you reduce major cost areas by using a single IP network to manage your voice and data communications as well as reduce call costs by using SIP connectivity. This combined with iPECS modular architecture means you can deploy the physical technology as you require aavoiding expensive cabling and network operator restrictions. Centralised network management and remote monitoring • Save money and gain efficiency by having a centralised, automated, and remotely managed network. • Receive email notifications when an alarm is triggered on the system. • Proactively respond to system alarms and significantly reduce the cost aof downtime. Embedded recording features in iPECS Attendant • Guest calls or external calls to Attendant can be recorded and replayed. • Call Record reports including time, attendant detail and phone number. • Caller ID, called name and recorded file are all available. Open & standards based architecture • Leverage the benefits of network services like SIP trunking that can reduce call costs and deliver enhanced services. Reducing staff training requirement • Ericsson-LG hospitality solutions can reduce training requirements within a busy hotel environment. With an easy and intuitive interface new staff quickly become effective. Power saving with Ericsson-LG IP phones • iPECS LIP-9000E/IP88000E series handsets comply with the latest recycling directives and deliver power efficiency that helps your hotel stay green and power efficient. • Easy integration of cloud-based services and business continuity plans. ◦ Desktop Client ◦ UCS Mobile Client (Android & iOS) 7 iPECS Open Integration Ericsson-LG iPECS Hospitality Solutions are designed to work as part of your workplace and provide integration into all apsects of the hospitality operation. Open integration into PMS solutions such as MicrosFidelio and Tiger TMS ensure telephony is accessible and integrated into every part of your business. In Room Entertainment iPECS Communications & Collaboration Solutions • Deliver consistent experiences across multiple devices • Fully integrate telephony into your own PMS and applications environment • Terminals ranging from analog to multimedia IP Phones • Value-added applications including attendant, mobile solutions and contact center • UC & Collaboration solutions Micros Fidelio Integrate your PMS with iPECS • Deep integration with Micros-Fiedelio embedded into the iPECS • Manage a single view of your guest across telephony and other services • Check in/out, wake up call, room status, room cut off from a single point Open PMS Integration Integrate easily with your PMS • Standards based open integration ensuring you can fully integrate iPECS into your appllications • Bi-direvtional interface ensures you can easily integrates and access services like check in/out and call accounting • Integrated billing data ensuring you can accurately charge for services 8 PMS ( Property Management Solutions ) iPECS UC Overview iPECS UC delivers the tools and features to support your team iPECS UC Features Evolving to your needs Mobile Client (Android/iOS) Video Conferencing iPECS UC can scale with your business as your needs and requirements develop from UC standard to premium. Enhance your mobile communications with all of the power of your iPECS UC solutions using a simple to set up application. Six party video conference, sharing document, desktop, and application. Presence & IM Easily connect with colleagues over phone, video, instant messaging or web collaboration. Outlook Integration Integrate Microsoft Outlook into your iPECS with simple integrations of schedule, contacts and click to call. UCS features depend on standard and premium version. iPECS UCS server types ►Type 1 UCS Standard (Built-in) Desktop Client UCS Standard ◦ Built in UC Server for iPECS UCP ◦ Cost effective and easy to deploy Mobile Client Phone UCP ►Type 2 UCS Premium (External) ◦ External Windows UC server* ◦ Advanced features, collaboration tools and capacity Desktop Client UCS Premium Phone Mobile Client UCP *For PC spec see datasheet iPECS UCS main features • Call control: Control all of your calls and telephony from your desktop or mobile client • ClickCall: A simple mouse click to dial numbers from your screen • Chat Instant Messaging: Chat to colleagues and collaborate on simple questions and information exchange • Call Through/Call Back: Call through your main office system and secure reliable and cost effective call rates • Outlook integration: Outlook contact and schedule synchronisation • Audio Conference Manager: Voice conference (Ad-hoc, Room, and Group), easily invite attendees using drag & drop • Video Conference & Collaboration: Video conference up to six colleagues on UCS Premium including screen sharing, white board & web push functions Video Call & Conference • Visual Voicemail: Manage all of your voicemail on your PC, smartphone or tablet 9 iPECS Enhanced Applications Every business has different communications needs and iPECS is designed to be tailored to your specific market sector and organisation. Ericsson-LG Enterprise offers various applications to help you build a unified communications strategy that meets the needs of every part of your business. iPECS Attendant An operator console which helps your receptionist or front desk staff handle high call volume. • Operating without an external phone • Call recording / Call statistics / Call history • Presence, short cuts and on screen call control iPECS Attendant (Office & Hotel) iPECS IPCR A call recording and monitoring solution tightly integrated with iPECS Call platforms and contact centres. • Centralised or distributed call recording • Encryption enabled call recording • Multi party conference call recording up to 13 party access • Trunk-based recording • Announcement file play during call iPECS IPCR iPECS NMS A powerful web based Network Management tool designed to permit rapid response to system alarms, remote access, analyse system statistics and provide issue alarm notification. • Fault management and real time system monitoring • Web based client access • Traffic statistics iPECS NMS 10 Integrated Applications The iPECS open architecture means that integrated third party applications are able to leverage the full power of the iPECS platform and ensure you can build a complete solution around the platform. icall suite Productivity Through Intelligence icall is designed to integrate into the iPECS platform and use the data and system functionality to deliver you greater insight and control of your communications platform. icall modules cover call reporting, recording and desktop call control. report Log and analyse your communications • Customised and scheduled call reports and analysis • Real time dashboard and wallboard displays record record your calls for training, compliance and assurance • Simple retrieval, play back and call evaluation • Easily record ISDN2, ISDN 30, Analogue or SIP trunks icall report dashboard connect Bring your telephony to your desktop • Screen pop and click to call from your favourite applications • See colleagues presence and share a company wide address book icall record PHONE-LINK Integrated telephony from your desktop delivering call control and full integration into Hospitality specific applications such as property management systems • Screen popping of key applications • Integration into Microsoft Outlook and other applications • Share presence busy status and internal messaging • Click to dial from websites or applications PHONE-LINK Desktop Call Control 11 Terminals iPECS UCP supports an extensive range of terminals such as digital and IP phones, SIP phones, DECT, Mobile Client, and IP Conference Phone. These terminals are designed for business users who require a range of feature-rich telephony devices to match your constantly changing business needs. IP Phones LIP- 9002 LIP- 9010 LIP- 9020 • Designed for users across the business to access the full power and functionality of the iPECS platform • HD Voice • Mid-range phone designed for users across your business requiring access to the full range of iPECS features and functions. • HD Voice • Mid-range phone designed for users across your business requiring access to the full range of iPECS features and functions. • HD Voice • 10 Programmable feature keys with 3 colour LED LIP- 9030 LIP-9040 LIP-9070 • High call volume or management phone with 30 LCD programmable buttons to quickly access features and see colleagues presence across three pages • Integrated presence indication helping users see colleagues availability • Gigabit support • HD Voice • Reception attendant handset with 40 LCD programmable flexible keys viewable over four pages • Integrated presence indication helping users see colleagues availability • Gigabit support • HD Voice • Executive handset designed to deliver an immersive telephony and video experience. • Full touchscreen interface with full Bluetooth integration to smartphone and Bluetooth enabled devices • Gigabit support • HD Voice 12 Mobility DECT Phones WiFi Phone GDC-500H GDC-450H WIT-400HE • TDM DECT handset for roaming access to iPECS in your office or warehouse • Bluetooth connectivity for headset use • Speakerphone function • Robust DECT handset for roaming access to iPECS in your office or warehouse • WiFi handset for roaming access to iPECS in your office • Seamless handover between cells during talk IP DECT GDC-800H(IP DECT) • IP based DECT solution designed to leverage the power of your network • Configure cost effective coverage across your building or campus with IP base stations and repeaters • Simple to use and intuitive handset designed to support users across your business 13 Cloud and Connectivity iPECS helps you leverage all the power of the network and unlock the enhanced capability of cloud services. With its inherent IP capability and available IP channels you can connect SIP trunks directly into your iPECS or utilise inbound services to access the power of the cloud. With SIP, ISDN30, ISDN2 or analogue connectivity options iPECS can be tailored to your communications environment. Network Connectivity Cloud Services Connectivity Cloud call queue Business continuity Fax to email Toll fraud bars & alerts SIP ISDN30 ISDN2 Analogue iPECS iPECS Optimised Connectivity What is SIP? SIP extends the IP capability of your iPECS beyond your own network and into the main telephony network enabling you to access improved call rates, significantly reduced monthly line rental and a range of cloud services to enhance the power of your iPECS. SIP trunks rely on good data connectivity and can utilise dedicated data connectivity such as broadband or your own established data links to connect your iPECS to the telephony network. Cloud services can complement your iPECS with tools that integrate into your website and business process such as Fax to Email. Fax to email is a simple service that delivers all of your incoming faxes as emails helping you to keep track and easily save important fax communications.. WWW Services Broadband, Direct Internet or Ethernet Connection iNET Cloud Platform iPECS Hotel Premises Hotel Network BT Network SIP Trunk Access iNET & BT Network 14 14 iPECS Communication Platform Mobile Working Guest and Team Devices Wireless & Mobile DECT WiFi Extension Embedded Voicemail iPECS UCS Mobile Guest Room Handset Digital Phone IP Phone Misc. Device PSTN Analogue ISDN BRI PRI Internet Connectivity SIP Trunk Router • LGCM(PSTN) • SLTM(SLT, FAX) • IP Phone • iPECS UCS • iPECS Communicator • Phontage FAX MOH Loud Bell External pages Alarm Sensor Backup Battery Door Phone Door Opener PMS IPCR CTI 3rd Party Applications Web Admin UCS Phontage Attendant UC & Applications Remote Web Admin Conference Centre SMDR Spa and Gym • IP Phone • iPECS UCS • iPECS Communicator • Phontage 15 On the Road • iPECS UCS Desktop • iPECS UCS Mobile • Phontage Why iPECS in UK Hospitality? Ericsson-LG iPECS is used by hotels across the globe to deliver critical communications to teams based all over rthe world. The iPECS platform ensures teams stay connected to each other and to customers at all times. Key iPECS features include: • Ease of use • Integrated voicemail and auto attendant • Property management system integration • Mobile working for Smartphone, DECT and Wifi • Voice and video conference • Ericsson-LG and integrated applications • Contact centre and call centre working • SIP ready • Wide range of handsets, smartphone app and specialist phones • Voicemail to email • On-demand or specialist call recording All of this delivered at a cost you can afford and working with a local specialist iPECS authorised reseller who can help you implement a truly tailored communication solution. Start winning with iPECS today. About Ericsson-LG Enterprise Ericsson-LG is a joint venture company between Ericsson and LG Electronics, founded in November 2005. The combination of two of the world’s largest technology companies delivers market leading communications solutions to enterprises of all sizes. Ericsson-LG empowers enterprise customers and telecommunications operators around the world, with a full range of cutting-edge wired, wireless and optical telecommunications and networking technologies. Ericsson-LG has 1,200 employees including 700 R&D manpower and is head-quartered in Seoul, Korea, with its R&D centre in Anyang, Korea. Ericsson-LG Enterprise Solutions has 250 employees including R&D resources with a prime strength in designing, developing, manufacturing and marketing voice solutions. The content of this document is subject to revision without notice due to continued progress in methodology, design and manufacturing. Ericsson-LG shall have no liability for any error or damage of any kind resulting from the use of this document © Ericsson-LG Co., Ltd. 2013 Ver. 1.0 | www.ipecs.com Ericsson-LG Enterprise operates in over 60 countries around the globe and has been in the communications market for over 40 years. This heritage and market presence mean they truly understand enterprise communications and what it takes to provide reliable, resilient and highly featured communication platforms that help you win.
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